Global Process Analyst Resume Sunnyvale, California - Hire IT People

SUMMARY

Specialized in IT / Data Center Management.
Experienced with traditional process driven 24/7 production support structure and start - up like demand driven environment.
Hands on disciplined with ITIL practices.
5 years in IT / Data Center Management. 10+ years in IT Support including servers, network, storage, and workstations.
10+ years in customer service. 7 years in consumer sales.
Global teams experience in 15 countries.
Fluent in English and Chinese.

TECHNICAL SKILLS

IT Management: IT Service Management (ITSM), ITIL Practices, Systems Development Life Cycle (SDLC), Capital Planning (>USD$1M), Data Center Capacity Planning, Project Management, Problem and Change Management, Risk Management, and Security and Asset Audit Compliance. HIPAA Compliance.

Platforms: Microsoft Windows Professional, Server, Active Directory, RedHat, SuSE, CentOS, VMware ESXi, KVM; Xen; Cisco NX-OS, ASA, IOS, Juniper JUNOS, Lenovo BLADE OS, Apple iOS

Hardware: Cisco Nexus 7k, 5k, 3k, 2k, PIX, FWSM, ASA 5500, 5555, 5585, router 7500, 7200, 3800, 3600, 2800, switch Catalyst 6500, 4900, 4500, 3750, 3560, 3550, Aironet 350, 1131, 1200; Juniper router M, MX, switch EX, QFX, SA4500; Lenovo RackSwitch; Fluke LinkRunner, OptiView XG, Ethereal, Lucent VitalQIP, BlueCat Proteus, Adonis, IBM / Lenovo System x, BladeCenter, iDataplex;

Software: ServiceNow, Siebel, Remedy, Microsoft Office, Outlook, Project, Visio, SharePoint; Adobe Photoshop, PageMaker; Lotus Notes; Zone Labs Firewall; Symantec Anti-virus, Client Firewall, Endpoint Protection.

Language: Fluent in English and Chinese (Cantonese). Proficient in Chinese (Mandarin).

PROFESSIONAL EXPERIENCE

Confidential, Sunnyvale, California

Global Process Analyst

Responsibilities:

Standardized regional policies from APAC, EMEA, and AMER into global policies as the Global Subject Matter Expert.
Analyzed and improved enterprise software to promote efficiencies in the Global Network Operations organization.
Integrated ITSM / ITIL concepts into rulebooks and workflows to reinforce industrial best practices.
Reviewed regional processes, identified gaps in current operations, and implemented service improvements globally.

Confidential, San Jose, California

Analytics, Advisor - Network Operations and Oversight

Responsibilities:

Maintained over 600 secured network environment in a Class B IP space.
Oversaw network operations at 5 remote locations as well as networks handled by service providers.
Ensured audit compliance to corporate security guidelines and government regulations such as HIPAA.
Provided project leadership to ensure timely project completion.
Architected network solutions and coordinated capital requests and orders to fulfill customer's requirements.

Confidential, San Jose, California

Information Assets Security and Controls Team Lead

Responsibilities:

Led a team of 7 to maintain security and controls of over 18,000 IT assets of the Information Management Division.
Defined new processes and introduced new tools to improve team efficiency.
Provided cross team training to ensure proper support and backup for the operation.
Presented audit results and provided recommendations to the controllers under the division CFO office.

Confidential, San Jose, California

Global Data Center Operations Team Lead

Responsibilities:

Led a team of 6 to manage local cloud solutions data centers with over 1200 server, network, and storage devices.
Oversaw 10 oversea cloud data centers operations with 20-30 staff members and provide equipment and trainings.
Prepared and presented monthly and quarterly status reports to the Vice President of Confidential .
Ensured adequate cooling, floor space, network, power, staff, and other resources.
Evaluated vendor solutions and maintained on going relationship with business partners.
Managed IT Capital for the organization with over $1 million USD annual budget.
Designed and refined the help ticket system and device monitoring tools to further improve team performance.
Defined and monitor KPI to ensure team performance complied with the SLAs.
Performed data center tours to company executives and ministry level government officials to promote IBM solutions.

Confidential, San Jose, California

Network Specialist / Change Lead

Responsibilities:

Provided network infrastructure support for 8 IBM locations in the San Francisco Bay Area.
Established policies and SOP based on SLAs and defined three 24/7 duty rotations to copy all services provided.
Managed over 400 Cisco firewalls, routers, switches, and wireless access points locally.
Collaborated with support teams in the U.S., Canada, Brazil, Argentina, and India to ensure quality customer support.
Led Change Management effort for 9 teams and 32 sites in Texas, Colorado, California, and other locations.

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Global Process Analyst Resume

Sunnyvale, CaliforniA

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